Hoteles Servigroup

1 Can I book over the phone?

Yes, you may book your room over the phone by calling our Reservations Centre - 902 10 59 10 - or by directly contacting the hotel where you wish to stay. But remember that you will be unable to benefit from the offers available on our website, since they are only applicable to on-line bookings.

2 Can I benefit from the offers available on www.servigroup.es over the phone?

To benefit from the discounts and special offers available on www.servigroup.es, you must carry out the reservation through the on-line booking forms that are presented throughout our website. If you have any queries we will be more than happy to answer them over the phone; and if necessary assist you in every way possible to successfully complete your on-line booking.

3 What are the advantages of booking on www.servigroup.es?

The first advantage is being able to access our continuous offers and discounts available on our website. These special prices may only be applied to on-line bookings.

Secondly, when you make your reservation, you will not have to pay a deposit nor the full amount stated for your holiday, the actual payment will be made when you check-in at the hotel. When you provide your personal details you are doing it in a secure environment where all information is kept encrypted safe from any dishonest actions. So, you do not have to worry about entering your personal details in the on-line booking forms.

Our on-line booking system allows you to immediately obtain availability and information regarding your reservation. Once the booking process is successfully completed you will receive a confirmation voucher guaranteeing your reservation.

You will also be able to cancel your booking on our website at any time. To cancel the booking you have until the selected arrival date without ANY INCURRING CANCELLATION FEES (Consult section Are there any incurring costs when I cancel my booking?).

4 How to book on www.servigroup.es?

On our website's home page you will find a section called Accommodation reservation. However, our on-line booking forms may also be accessed from the section Bookings and within each hotels´ page by clicking on the Booking button.

Area or hotel:

You can either select:

• The desired area for your reservation.
• The specific hotel.
• If you have not yet decided where you wish to spend your holidays, the option ALL that will provide you with a list of all the hotels that have availability.

Arrival date:

It is necessary that you indicate the desired arrival date at the hotel. You cannot make same-day reservations, bookings must be made at least 1 day prior to the desired arrival date.

Departure date or Nr. of nights:

You can select one of these two fields, either a) the desired departure date from the hotel or b) the number of nights that you wish to stay. Depending on the field that you have filled in, the other one will be automatically completed.

Promotional Code:

Some companies and associations have been provided with a promotional code that concedes special discounts. If you do not have a promotional code, please consult with your company or association since their may be some arrangement. Additionally, Servigroup Hotels, from time to time provides its Clients with promotional codes to attain special offers. For further information about these offers, please subscribe to our Newsletter.

Nr. of rooms:

Indicate the number of rooms that you wish to book. There is a maximum of 4 rooms per booking. However, you can make as many bookings as necessary until you achieve the desired number of rooms.

List of hotels with availability:

If you have not selected a specific hotel, a list of all the hotels with availability for the dates requested will be shown. If you click on the Select link you will be forwarded to the next step.

Type of room, Nr. of people and Type of board option:

Indicate the type of room, the number of people and the board option that you want to reserve. You must also indicate the number of adults, children and babies. Remember that children are regarded as those aged between 2 and 12 years old and babies those under the age of 1 year old. If you would like us to place a cot in the room for your baby, please indicate it in this step. Consult section What does the board option include?

Personal details:

It is important that you ensure that the contact details provided are correct, just in case we need to contact you prior to your arrival at the hotel.

Credit Card details:

You must indicate the credit card holder's name; the type of card; the digits that appear on the front of the card, please remember that the last box must only be completed for some type of cards, thus if it does not apply please leave it blank; and finally you must indicate the expiry date. Consult section Why do you need my credit card details? Is it safe to send them over the Internet?

Comments field:

Please indicate any comments concerning your booking, such as: I wish a parking space; I wish a room with a sea view, etc... Consult section Are the comments included in my booking confirmed?

Once all the fields are completed, you may click on the Booking link and your reservation will be confirmed. A window should appear indicating that your booking has been successfully completed and you should be given the option to instantly print your confirmation voucher. In any case, you can otherwise wait to print it until you receive it in your electronic-mail box.

5 Why do you need my credit card details?
Is it safe to send them over the Internet?

The credit card provided is only used to guarantee your reservation; i.e. it secures your reservation until 6 P.M. on the selected arrival date. Your credit card will not be charged for any payment. Since, the payment for your reservation will be made directly when you check-in at the hotel. Any method of payment accepted by the hotel may be used.

You do not have to worry about entering your credit card details in our website. The moment you enter the on-line booking forms, you are surfing within a secure environment, guaranteed by THAWTE, a global Certificate Authority. This means that all the data you provide will be processed by a secure server; and if you are using a browser with SSL technology (Secure Socket Layer), you will be surfing in a secure Internet connection, safe from any dishonest actions.

6 Is my reservation paid for when I arrive at the hotel?

NO. Servigroup will not charge the credit card provided for any payment. The payment for your reservation will be made directly when you check-in at the hotel. Any method of payment accepted by the hotel may be used.

7 What does the board option include?

Depending on the hotel, there are four types of board options available:

Accommodation only

It only includes the room, without any meals.

Bed and breakfast

It only includes the room and breakfast.

Half board

Includes the room, breakfast and dinner. In the instance that you prefer lunch to dinner, you must inform the hotel when you check-in.

Full board

Includes the room, breakfast, lunch and dinner.

Remember that drinks are not included in Half Board and Full Board. Reservations in Bed and Breakfast only include the drinks that are available in the buffet.

8 Are the comments included in my booking confirmed?

In the on-line booking form there is a field where you can indicate any comments concerning your booking. Generally, they are requests regarding specific room types, room views, parking or garage spaces, etc... By indicating these requests it does not mean that they are guaranteed. We will try within our means to fulfil these requests, but they cannot be confirmed until you check-in at the hotel as it depends on availability.

If the comments concern a request for specific information, we will try to provide you with it as soon as possible if it is within our means.

9 Is my reservation guaranteed?

If you have correctly completed your reservation through our website, you will be provided with a confirmation voucher. You can either instantly print it when your reservation is completed or wait until you receive it in your electronic-mail box. The confirmation voucher confirms that your booking has been successfully completed and guarantees your reservation until 6 p.m. on the selected arrival date.

If you are unable to attend to the hotel before the check-in time; you must contact us, the hotel or the Reservation Centre and your booking will be guaranteed until the arrival time indicated. We recommend that you inform of late arrivals to avoid loosing the booking for your room.

10 Must I present the confirmation voucher when I check-in?

If you present the confirmation voucher at the hotel, it will be easier and faster for the hotel to locate your booking and complete your check-in. In any case, by providing your identity card or passport your reservation will be identified. The confirmation voucher does not imply that your reservation has been paid for; hence not having to present a receipt for you booking.

To avoid guests arriving without on-line bookings, our exclusive website tariffs and discounts will not be applicable in the instance that your reservation cannot be found in the hotels booking system and you fail to present some proof confirming your reservation.

11 What are the check-in and check-out times at the hotel?

Check-in time is from 4 p.m. If you arrive at the hotel earlier than the check-in time, you may be able to attain a room but it depends on availability and on the hotel's judgement.

On the date of departure you must vacant the room with your entire luggage before 12 a.m.

12 How can I amend my booking?

Once your reservation has been confirmed, you may amend your reservation by contacting our Reservations Centre – Tel. (+34) 902 10 59 10; Fax (+34) 96 585 89 62 or e-mail reservasonline@servigroup.es – or the hotel directly.

13 How can I cancel my booking?

Once your booking is confirmed, you may at any time cancel your reservation on our website www.servigroup.es from the Consult Booking link found within the Booking section. You will be asked to enter the booking number that you wish to cancel and the e-mail address indicated when you completed the reservation. All your booking's details will appear and you will be able to cancel your reservation by simply clicking on the Cancel link; automatically after confirming your cancellation your reservation will be annulled in our booking system. The moment that the cancellation is successfully completed a new confirmation voucher will be sent to the electronic-mail provided.

14 Are there any incurring costs when I cancel my booking?

Your reservation is guaranteed until 6 p.m. on the selected arrival date; therefore, cancellations made prior will not be subject to a cancellation fee. Guests who fail to cancel or do "not show" on the selected arrival date, will incur a charge equivalent to the first night's stay per room, to the credit card provided when the reservation was made (up to a maximum of 60 €).

15 I would like a cot for my baby/babies, are there any costs?

In the 2nd step of the booking process, you must indicate the number of babies that will be staying in the room and also indicate the number of cots that you would like; since you may prefer to take your own travelling cot to the hotel. The cost of cots is specified in the rates section of each hotel, with the child discounts.